Escalation of community content to associated case

Abstract

Disclosed are methods, apparatus, systems, and computer program products for escalating community content to an associated case. Characteristics of community content can be compared with rules to generate a customer service case record based on the community content.

What is claimed is: 
     
         1 . A database system configured to generate a case in a customer support analyst database, the database system comprising:
 at least one server having at least one processor capable of executing instructions configured to cause:
 determining a community content item includes content posted by a user; 
 comparing characteristics of the community content item with rules metadata indicating the characteristics to generate a case in the customer support analyst database, the comparing including accessing a customer relationship management (CRM) record corresponding to the user to determine one or more of the characteristics of the community content item; and 
 generating a case record in the customer support analyst database, the case record corresponding to the community content item and including the content posted by the customer, the case record generated responsive to the comparison of the characteristics with the rules metadata. 
   
     
     
         2 . The database system of  claim 1 , wherein the community content item also includes content posted by other users. 
     
     
         3 . The database system of  claim 2 , wherein the comparing also includes determining that a number of the other users exceeds a threshold number, and the rules metadata indicating that the community content item is to be used to generate a case based on the number of the other users exceeding the threshold number. 
     
     
         4 . The database system of  claim 1 , wherein the comparing also includes determining that the CRM record indicates that the user holds an organizational role at an employer, and wherein the rules metadata indicates that the community content item is to be used to generate a case based on the organizational role being within a range of levels of an organizational hierarchy of the employer. 
     
     
         5 . The database system of  claim 4 , wherein the rules metadata indicate that a status of a relationship of the employer is also used to generate the case. 
     
     
         6 . The database system of  claim 1 , wherein the comparing also includes determining that the user is associated with a profile on a social network including a number of followers, the followers being other members of the social network, and wherein the rules metadata indicates that the community content item is to be used to generate a case based on the number of followers being above a threshold number. 
     
     
         7 . The database system of  claim 1 , the least one server having at least one processor capable of executing instructions further configured to cause:
 modifying the community content item to include a response by a customer service agent to the content posted by the user.   
     
     
         8 . A computer implemented method for generating a case in a customer support analyst database of a database system, the method comprising:
 determining, by the database system, a community content item includes content posted by a user;   comparing, by the database system, characteristics of the community content item with rules metadata indicating the characteristics to generate a case in the customer support analyst database, the comparing including accessing a customer relationship management (CRM) record corresponding to the user to determine one or more of the characteristics of the community content item; and   generating, by the database system, a case record in the customer support analyst database, the case record corresponding to the community content item and including the content posted by the user, the case record generated responsive to the comparison of the characteristics with the rules metadata.   
     
     
         9 . The computer implemented method of  claim 1 , wherein the community content item also includes content posted by other users. 
     
     
         10 . The computer implemented method of  claim 9 , wherein the comparing also includes determining that a number of the other users exceeds a threshold number, and the rules metadata indicating that the community content item is to be used to generate a case based on the number of the other users exceeding the threshold number. 
     
     
         11 . The computer implemented method of  claim 8 , wherein the comparing also includes determining that the CRM record indicates that the user holds an organizational role at an employer, and wherein the rules metadata indicates that the community content item is to be used to generate a case based on the organizational role being within a range of levels of an organizational hierarchy of the employer. 
     
     
         12 . The computer implemented method of  claim 11 , wherein the rules metadata indicate that a status of a relationship of the employer is also used to generate the case. 
     
     
         13 . The computer implemented method of  claim 8 , wherein the comparing also includes determining that the user is associated with a profile on a social network including a number of followers, the followers being other members of the social network, and wherein the rules metadata indicates that the community content item is to be used to generate a case based on the number of followers being above a threshold number. 
     
     
         14 . The computer implemented method of  claim 8 , the least one server having at least one processor capable of executing instructions further configured to cause:
 modifying the community content item to include a response by a customer service agent to the content posted by the user.   
     
     
         15 . A computer program product comprising program code to be executed by at least one processor when retrieved from a non-transitory computer-readable medium, the program code comprising instructions configured to cause:
 determining a community content item includes content posted by a user;   comparing characteristics of the community content item with rules metadata indicating the characteristics to generate a case in the customer support analyst database, the comparing including accessing a customer relationship management (CRM) record corresponding to the user to determine one or more of the characteristics of the community content item; and   generating a case record in the customer support analyst database, the case record corresponding to the community content item and including the content posted by the user, the case record generated responsive to the comparison of the characteristics with the rules metadata.   
     
     
         16 . The computer program product of  claim 15 , wherein the community content item is updated to include content posted by other users. 
     
     
         17 . The computer program product of  claim 16 , wherein the comparing also includes determining that a number of the other users exceeds a threshold number, and the rules metadata indicating that the community content item is to be used to generate a case based on the number of the other users exceeding the threshold number. 
     
     
         18 . The computer program product of  claim 15 , wherein the comparing also includes determining that the CRM record indicates that the user holds an organizational role at an employer, and wherein the rules metadata indicates that the community content item is to be used to generate a case based on the organizational role being within a range of levels of an organizational hierarchy of the employer. 
     
     
         19 . The computer program product of  claim 18 , wherein the rules metadata indicate that a status of a relationship of the employer is also used to generate the case. 
     
     
         20 . The computer program product of  claim 15 , wherein the comparing also includes determining that the user is associated with a profile on a social network including a number of followers, the followers being other members of the social network, and wherein the rules metadata indicates that the community content item is to be used to generate a case based on the number of followers being above a threshold number. 
     
     
         21 . The computer program product of  claim 15 , wherein the rules metadata indicates that a determination that the community content item is not answered within a threshold time period is to be used to generate the case.